Trainer, Customer Experience

Region / Function: North America/ Customer Care

Location: US

Reports To: Training Manager

Key Relationships:

• Training Manager

• Senior Manager Training/ Quality

• North America Managers and Colleagues

• Key customers, suppliers, vendors and consultants

• Strong relationships within customer organization

Job Summary:

Researches, develops, and designs general and specific business unit training programs that focus on advanced concepts and competencies. Evaluates training programs. Assesses and analyzes training needs and prepares reports to identify gaps and recommend solutions. Facilitates custom and specific business unit training programs that focus on advanced concepts and competencies.

Key Performance Indicators: 

• Retention % of new hires within 90 days of hire

• Delivered hours of annual training per FTE

• Survey ratings from trainees

• Average trainee course evaluation scores

• Quality monitoring scores

Principal Duties and Responsibilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Responsibilities and essential job functions include but are not limited to the following:

• Researches, develops, and designs general and specific business unit training programs that focus on advanced concepts and competencies (e.g., leadership development, change management). 

• Evaluates training programs to ensure timely, relevant, and cost-effective training in accordance with program objectives. 

• Assesses and analyzes training needs and prepares reports to identify gaps and recommend solutions. Facilitates custom and specific business unit training programs that focus on advanced concepts and competencies (e.g., leadership development, change management, process improvement); uses and adjusts supplemental training materials and activities to support learning transfer. 

• Reviews and analyzes records for training programs, including, but not limited to, course evaluations and associate participation, data and trends to recommend program changes. 

• May serve as an internal consultant to assist associates and managers in meeting associate development needs and performance objectives. 

• May travel as needed.

Required Experience:

• Knowledge of training and development practice and methods, including needs assessment and/or instructional design Knowledge of training theories and principles, including applied behavioral science, adult learning theory, organizational development, and/or industry-established models of evaluation 

• Skill and ability to facilitate and conduct instructor-led and/or virtual training 

• Ability to organize, manage and lead multiple projects 

• Knowledge and ability to provide performance coaching and recommend learning solutions 

• Professional written and verbal communication skills, including group facilitation, influencing and persuading others 

• Attention to detail and analytical skills 

• Skill in Microsoft Word, Excel, PowerPoint, and Outlook software applications

Required Leadership Traits and Characteristics:

• Strong analytical and problem-solving abilities with a strong understanding of key metrics and trends.

• Excellent people management skills with demonstrable experience of leading a large, dispersed and diverse workforce across multiple locations and geographies.

• Excellent organizational and leadership skills with the ability to operate effectively both strategically and operationally as required. 

• Outstanding communication skills with demonstrated ability to influence at all levels with a range of internal and external stakeholders including customers, employees, and suppliers as required.

• Able to demonstrate strong levels of drive, work ethic and personal accountability with the ability to work under pressure while maintaining sound judgement and a rigorous focus on the details.

• Acts with the highest standards of integrity at all times and builds enduring and trusting relationships across all key stakeholders.

Formal Education, Qualifications or Training

• Bachelor's degree or equivalent experience required 

• 3-4 years of training and development experience required.